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CTI CONNECTOR FOR CISCO + SALESFORCE

Enable Cisco Agents to Work Directly Inside Salesforce

Give agents direct access to Cisco call controls within Salesforce so they can handle customer interactions faster, eliminate unnecessary screen switching, and stay focused on consistent customer experiences.
The Cisco Salesforce CTI Connector embeds Cisco telephony capabilities directly inside Salesforce, allowing agents to manage calls, access customer information, and complete interaction-related tasks from a single workspace.
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One Screen for Every Cisco Call and Salesforce Record

Customer service teams often work across multiple systems to handle a single interaction. Agents switch between Cisco applications, Salesforce records, and supporting business systems to gather information, update records, and complete customer requests.
The Cisco Salesforce CTI Connector brings Cisco call handling capabilities directly into Salesforce, reducing navigation effort and helping agents stay focused on the customer conversation.
With customer information, call controls, and interaction context available in one place, agents can work more efficiently while maintaining a consistent customer experience.

Key Capabilities

Embedded Cisco Call Controls in Salesforce

Manage inbound and outbound calls directly within Salesforce using a built-in Cisco softphone interface.

Automatic Screen Pop

Present relevant customer records automatically based on caller information to reduce search time and improve response accuracy.

Click-to-Call

Initiate calls directly from Salesforce records, contacts, leads, and cases without manually dialing numbers.

Call Logging and Activity Capture

Automatically record call details and interaction information within Salesforce to improve documentation and reduce after-call work.

Full Interaction History On Every Call

Surface case history, account details, and prior interactions the moment a call connects, so agents don’t have to search for context mid-conversation.

Call Transfer with Screen Context

Transfer or consult with another agent while the customer’s record travels with the call, so the receiving agent isn’t starting from a blank screen.

Secure and Controlled Access

Give agents role-based access to only the information they need, keeping every interaction secure without adding extra steps.

Benefits of Cisco Salesforce CTI Connector

Reduce manual effort and simplify interaction handling by consolidating call controls and customer information into a single workspace.

Enable agents to identify customers faster, access relevant information quickly, and complete interaction-related activities more efficiently.

Provide agents with the context they need to deliver personalized and informed customer interactions.

Capture interaction details consistently within Salesforce and reduce manual entry errors.

Deliver a familiar Salesforce-based experience that minimizes training requirements and simplifies daily workflows.

Built for Cisco Contact Center Environments

The Cisco Salesforce CTI Connector supports Cisco contact center environments and integrates directly with Salesforce to create a streamlined experience for agents handling customer interactions.
Organizations can leverage their existing Cisco and Salesforce investments while improving agent efficiency and customer service operations.

Why NovelVox

For 17+ years, NovelVox has helped enterprises turn disconnected systems into one working environment for agents, not just connect them, but make them operate as a single system.
Backed by 250+ customers and 1,000+ installations, NovelVox helps organizations simplify agent experiences, reduce operational friction, and give agents one system to work in instead of several.
See Cisco Salesforce
CTI Connector in Action
Discover how the Cisco Salesforce CTI Connector helps agents manage customer interactions more efficiently while working directly inside Salesforce.
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Overview

  • Seamlessly integrate Cisco phone system into Salesforce to personalize caller experience
  • 100+ third-party app integrations
  • 17+ Years of Experience
  • 350+ Deployments in 20+ Countries

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